The State of ITSM and… 2026

Presenter: Donna Knapp, Curriculum Development Manager, ITSM Academy

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ITSM has been evolving for years - but in 2026, the question is… what’s next?

Join us as we examine how digital technologies and AI are influencing enterprise IT organizations. We’ll explore the relationships between service management, product management, and platform engineering, the evolution of ITIL and its alignment with Agile, DevOps, and SRE, and the gap between hype and reality. We’ll also take a practical look at skills, operating models, and the evolving role of process engineering-focusing on what delivers real value.

By attending this webinar, you earn 1 Continuing Professional Development (CPD) point.

• The slide deck will be available the morning of the webinar
• The recording of the session will be available post webinar